A Roadmap For Members Nov

Transcription

1 COMPUTER BANKING SYSTEM UPGRADE: A Roadmap For Members Nov

2 TABLE OF CONTENTS COMPUTER BANKING SYSTEM UPGRADE Why is Kawartha Credit Union making this change?... 5 When will the computer banking system upgrade take place?... 5 What products and services will stay the same?... 6 What products and services will be different?... 6 Account and member number(s)... 7 Statements... 8 Product names... 9 BEFORE THE UPGRADE: HOW TO PREPARE Print your banking history Bank early Have cash and alternate forms of payment on hand Pay bills early Manage your Interac e-transfers Keep wire addresses Pre-authorized payments or direct deposits Account balances on ATMs DURING THE UPGRADE: WHAT TO EXPECT Service interruptions AFTER THE UPGRADE: ACTIONS YOU WILL NEED TO TAKE Check balances on your accounts Online banking Mobile banking Telephone banking When you visit branches after the upgrade...18 How we will communicate with you before, during and after the upgrade How to contact us Checklist to prepare for the upgrade

3 COMPUTER BANKING SYSTEM UPGRADE: A Roadmap For Members Kawartha Credit Union is changing the computer banking system we use to manage your accounts and transaction processing. The system we are upgrading to is widely used by financial institutions throughout North America. It will significantly advance our technological capabilities, and enable us to provide you with improved advice, service and security. This guide is designed to assist you in navigating the upcoming transition and help you prepare. It provides information about the changes that will occur, when they will occur, and what they mean for you. Please read this guide carefully as it provides important information about how the changes will impact you. WATCH OUR WEBSITE AND BRANCH MESSAGING FOR IMPORTANT UPDATES. Why is Kawartha Credit Union making this change? We are upgrading to an advanced computer banking system in order to provide our members with the following benefits: More personalized, faster service. Quicker availability of new product and service innovations. Elimination of deposit and withdrawal slips for your convenience. Easier to understand organization of your accounts - especially for members using ATMs, online, and mobile banking. New online and mobile banking functionality (such as alerts) and access for our Commercial members. Enhanced security for your protection. When will the computer banking system upgrade take place? The upgrade will take place from Monday November 19 (after business hours) to Thursday November 22, 2018 (before business hours). During these days, our branches will be open to provide advice, answer questions, and take applications for various services such as credit cards, lending, and investments but we will not be able to conduct financial transactions for you. You will be able to use your debit card up to daily withdrawal limits to make purchases or for ATM cash withdrawals. We highly recommend that you carry alternate forms of payment during this time to ensure that you are not incovenienced (credit cards, cash, cheques, or the cash back option at retailers). 4 5

4 What products and services will stay the same? Investment products will remain the same, with existing terms and conditions. Note that our Automatic Investment Plan (AIP) has been changed to a High Interest Savings Account (HISA). Loan payments will be processed from the same accounts on the same payment date. No action on your part is required. There will be no change to your MemberCard debit card or your PIN. There will be no change to your Collabria MasterCard or business VISA. It is not anticipated that you will need to submit changes for direct deposits, pre-authorized payments, scheduled transfers or bill payments. You will not need to order new cheques. What products and services will be different? Account numbers will change and you will be given a unique member number (see details on page 7). Monthly statements will show all of your accounts and holdings, including loans and investments, in one easy to understand format (see page 8). The naming and listing of accounts will look different on online and mobile banking and on Kawartha ATMs (see page 9). Information for all of your related accounts will now show under your new member number. New logins and passwords will be required for online, mobile and telephone banking, for enhanced security. A free mobile app upgrade will be required, and you will be prompted to download it when it is available (see page 17). Our ATM menus will offer the same options but will look a bit different. Account and member number(s) When we complete our computer banking system upgrade, we will provide you with a unique member number which will give you access to all of your accounts when visiting the branch, and will show you your Kawartha products through online, mobile and telephone banking and at Kawartha or Exchange Network ATMs. Your new member and account number(s) will be available to you on November 22. At that time, it will no longer be necessary for you to know or remember your member or account number(s) because you can access your accounts in several ways: ATM: use your debit card and PIN (same as today). Retailers: use your debit card and PIN (same as today). Online, mobile and telephone banking: use your debit card number and new personal access code for initial login (see pages 16-18). In-branch: use your name, address, phone number, driver s license, or our new palm scanner. Many members have asked for the ability to name their NEW! accounts ( vacation savings, car fund, etc.) and we are pleased to announce that this capability will soon be available. We can do this for you at a branch or through our Contact Centre immediately after the upgrade. In 2019, you can name your accounts yourself through online and mobile banking. 6 7

5 Statements Members who receive mailed paper statements or e-statements will receive them for the following periods, before and after the computer banking system upgrade: Period of November 1, November 19, 2018 Period of November 20, December 6, 2018 Period of December 7, January 6, 2019 Period of January 7, February 6, 2019 Period of February 7, March 6, 2019 and so on After our upgrade is complete, your product and account information will be listed in one consolidated format, including loans and term investments, such as GICs, RRSPs, RRIFs and TFSAs. Cheque images may not be available before December 6; members may request them at a later date if necessary. Historical statements will not be available to you through online banking after November 19 although Kawartha will have access to your banking history. Members who use online banking will want to download their e-statements prior to November 19. Commercial members will receive their statements on a monthly cycle: Period of November 1, November 19, 2018 Period of November 20, November 30, 2018 Period of December 1, December 31, 2018 Period of January 1, January 31, 2019 and so on Go paperless with e-statements Now is a great time to save money and reduce paper waste by making the switch to e-statements through online banking. For login details, please call us at or visit your local branch. Product names We have simplified the names of our products so that they are easier to understand. These names will appear on your statements, on online and mobile banking, and on our ATMs. Here are a few examples of what our products are currently named, and what they will be named after the computer banking system upgrade: Product Personal Chequing Account Type 24 Savings Account Loan Mortgage Commercial Chequing Account with Economy Package Commercial Mortgage Affinity Shares in a TFSA Current Name Personal CHQ06 Savings 24 Type 31 PER.<25,000 Var. Type 51 MTG. 1st Closed Business CHQ 02 Type 71 Commercial-V Affinity TFSA New Name Personal CHQ Savings Consumer Variable Residential Closed 1st Mtg Business Economy COM MTG Variable Class B Affinity TFSA Name on online and mobile banking, and ATMs Personal CHQ Savings Consumer Variable Residential Closed 1st Mtg Business Economy Commercial Mortgage Class B Affinity TFSA 8 9

6 BEFORE THE UPGRADE: HOW TO PREPARE Print your banking history Prior to the system upgrade, for easy reference we recommend that you go online and print e-statements or visit a branch for a printed copy of your transaction history for the past 2 months. You will also want to download your account history for programs such as Microsoft Money or Quicken (if you use them) prior to November 19. Bank early Banking services will be unavailable after business hours on Monday November 19, including online, mobile and telephone banking. You will need to complete your day-to-day banking before 5:00 p.m. on Monday November 19. Banking services will resume on Thursday November 22. Have cash and alternate forms of payment on hand You will be able to use your debit card up to daily withdrawal limits to make purchases or for ATM cash withdrawals. We highly recommend that you carry an alternate form of payment during this time to ensure that you are not inconvenienced (credit cards, cash, cheques, or the cash back option at retailers). If you know you will require additional cash during the upgrade, visit your local branch or call our Contact Centre prior to November 19. Pay bills early If you have bill payments that need to be made between November 20-21, we suggest that you make them early, or make alternate arrangements. For peace of mind, make a list of all vendors and the associated account numbers you have set up for online or telephone bill payments. If you have bill payments from previous account numbers, we recommend that you keep a record to ensure that payments are made from the correct accounts. Future-scheduled bill payments and transfers scheduled in online banking for the period of Monday November 19 (after business hours) - Wednesday November 21 will be submitted on Thursday November 22. If you have any scheduled payments that are time sensitive, we suggest making them early or making other arrangements. Remember to delete the original scheduled payment if you make other arrangements. Please check to confirm that your bills were paid if they were scheduled during the system upgrade. Kawartha Credit Union will not accept responsibility for late or missed bill payments. Manage your Interac e-transfers Make a list of all recipient addresses and keep them in a safe place. The deadline to send and accept Interac e-transfers will be Monday November 19 at 12:00 p.m. (noon). E-transfers from another financial institution will be unavailable during the upgrade. If you are scheduled to receive an e-transfer, hold on to your and you will be able to deposit the funds into your account on Thursday November

7 Keep wire addresses Wire services (incoming and outgoing) will not be available on Tuesday November 20 and Wednesday November 21. Please be sure to keep any information you have on incoming wire addresses. Pre-authorized payments or direct deposits Encoding will not change so we do not anticipate an impact to your pre-authorized payments and/or direct deposits. Items dated for November should process through your account as usual on Thursday November 22. Account balances on ATMs We will be upgrading our ATMs from October 15 to November 22 as part of the system changes. During this timeframe, your ability to check your account balances on our ATMs will be intermittent, but full functionality will be restored on November 22. DURING THE UPGRADE: WHAT TO EXPECT Service interruptions From November 19 after business hours until the system upgrade is complete (estimated to be Thursday November 22 before business hours), you will NOT be able to: Complete financial transactions at our branches, although ATMs will be available. Our branches will be open to provide advice, discuss your financial plans or answer any questions you may have. Use online, mobile or telephone banking. Transfer funds, including sending or receiving Interac e-transfers. Electronic or ATM deposits will not appear in your account(s) until Thursday November 22. Check your account balance. Make bill payments in branch or online. Send wire transfers. Access electronic deposits, such as Child Tax Credits. These will not be processed until Thursday November 22. BE SURE TO HAVE OTHER FORMS OF PAYMENT AVAILABLE AND USE THE CASH BACK OPTION (UP TO DAILY WITHDRAWAL LIMITS) AT RETAILERS IF YOU ARE IN NEED OF FUNDS DURING THE BANKING SYSTEM UPGRADE

8 Service interruptions The following chart indicates services that will be available () and those which will not be available () during the upgrade. Any changes to the schedule will be posted on our website, Facebook and Twitter. We apologize for the temporary inconvenience these service interruptions may cause. They are necessary to complete the system upgrade. Date Branches Contact Centre Kawartha ATMs Non- Kawartha ATMs and Interac Payment (at point of sale) Online and Telephone Banking Mobile Banking e-transfers, wires, electronic deposits, preauthorized payments Monday November 19 Tuesday November 20 Wednesday November 21 Open regular hours Open regular hours but unable to transact business Open regular hours but unable to transact business Intermittent service from 11:00 p.m. Monday to 5:00 a.m. Tuesday Daily withdrawal limits apply Daily withdrawal limits apply Daily withdrawal limits apply Daily withdrawal limits apply until 5:00 p.m. until 5:00 p.m. until 12:00 p.m. (noon) Thursday November 22 Open until 8:00 p.m. Friday November 23 Open until 8:00 p.m. Saturday November 24 Open regular hours (all branches will be open) (EXTENDED HOURS) 14 15

9 AFTER THE UPGRADE: ACTIONS YOU WILL NEED TO TAKE Check balances on your accounts We have taken the proper steps to ensure that your accounts transfer to the new system correctly. For peace of mind, check your account balances on November 22. Online banking On November 22, you can log in to online banking. You will soon receive a booklet in the mail called Roadmap for Members. It will include login instructions for online banking. If you experience difficulty logging in, please call our Contact Centre at The setup of automatic transfers to other members will carry forward into the new system. If you wish to transfer funds to another member on or after November 22, you will first need to obtain their new Kawartha account number. Mobile banking Mobile banking will not be available from Monday November 19 (after business hours) for a few days as Google and Apple prepare the app and make it available in their stores. Watch our website for notice of service resumption. Once services have been restored, you will need to log in to online banking and then upgrade your mobile app to version If you are currently using the mobile app, you will receive an automatic notification to install the upgrade. The free app will also be available in the istore and Google Play Store. You will soon receive a booklet in the mail called Roadmap for Members. It will include login instructions for mobile banking

10 Telephone banking You will soon receive a booklet in the mail called Roadmap for Members. It will include login instructions for telephone banking. Note: The menu for telephone banking has changed so please take time to listen to the new prompts. When you visit branches after the upgrade When you visit your branch after the upgrade, you will be asked to hold your palm over a scanner to register so we can verify your identity to access your accounts in the future. The scanner allows us to accurately and securely identify you each time you visit a branch to conduct financial transactions. Please note that Kawartha will still be able to verify your identification at any of our branches through traditional means if you prefer. Be sure to bring photo ID with you on your first visit to your branch after the upgrade is complete. How we will communicate with you before, during and after the upgrade Since June, we have been communicating with you through paper statements, in our branches, on our website, and through Facebook and Twitter. Even after the banking system upgrade takes place, we will continue to post notices on our website, Facebook, Twitter and in our branches to update you on information that you will need to know. In the meantime, please provide your branch or our Contact Centre with your address so that we can send you timely information before and after the upgrade takes place. After the upgrade, we will use traffic sign colours to advise you of information. Yellow or red will mean that some services are temporarily unavailable, and green will mean that services have been restored. How to contact us After the upgrade, if you have a specific issue please provide as much detail as possible when you contact us. Contact Centre: Website: Live Chat: info@kawarthacu.com Contact Us Form: kawarthacu.com/aboutus/contactus/contactusform We appreciate your patience as we make these necessary changes. We have been working diligently to prepare for this banking system upgrade, and our goal is to make this transition as positive as possible for our members. We look forward to providing you with improved advice and service once these changes have been implemented. WATCH OUR WEBSITE AND BRANCH MESSAGING REGULARLY FOR IMPORTANT UPDATES

11 CHECKLIST TO PREPARE FOR THE COMPUTER BANKING SYSTEM UPGRADE We have prepared the following checklist to help you know how to prepare for the changes that will impact you before, during and after the banking system upgrade takes place. Please read it carefully and also refer to the Service interruptions chart on pages Before Monday November 19 at 5:00 p.m. Have alternate forms of payment available, including cash, cheques and credit card(s). Do all of your day-to-day branch or online banking. Go online to print e-statements or visit a branch to obtain a printout of your transaction history for the past two months. Make arrangements for bills to be paid early. Make a list of all vendors and associated account numbers you have set up for online bill payments. Make a list of all recipient addresses for e-transfers. Make a list of wire addresses. Visit and watch our Twitter feed for updates and information you may need to know. On or after Thursday November 22 Login to online banking using instructions in the mailed Roadmap for Members booklet. Login to telephone banking using instructions in the mailed Roadmap for Members booklet. Upgrade mobile app using the instructions in the mailed Roadmap for Members booklet. Check your balances on all accounts. Check that all preauthorized payments, futuredated payments, electronic deposits, e-transfers and wires are correct. Visit and watch our Twitter feed for updates and information you may need to know. 20